Customer Support Specialist EMEA
Posted Updated
Description
You will provide chat and email support to existing clients, resolve issues within service-level agreements, diagnose root causes, and provide workarounds. You will identify process improvements and automation opportunities while sharing support context with Product, Engineering, Sales, and Post-Sales stakeholders.
Responsibilities
- Handle customer queries through chat and email
- Resolve issues promptly and meet service-level agreements
- Diagnose root causes and provide workarounds
- Identify process optimizations and automation opportunities
- Partner with Customer Support Managers to scale support
- Share support context with Product, Engineering, Sales, and Post-Sales stakeholders
Requirements
- 1+ years of customer support or user operations experience
- B2B SaaS
- Organization
- Prioritization
- Verbal communication
- Written communication
- Financial market knowledge
- AI market knowledge
- Data analysis
- Customer experience
- Operational excellence